Customer Service Sales
Resume:
Aug **** - Present
PRAVEEN SAMUEL
B215 The Royal Castle, Thirumudivakkam, Chennai 44-996******* *******.******.**********@*****.***
CAREER OBJECTIVE
Seeking a position at your Company where I can maximize my 16 years of management, quality assurance, program development, and training experience.
EXPERIENCE
Touch 2 success
Team Leader
Created SOP for the process
Created training manual
Structured the kro and incentive grids
Introduced OLA and SLA
Service delivery
People Management
Automation
Set the QA monitoring form for the process
Introduced Cap and DAP Metrics
Excelled in decision making skills
Excellent Resilence where I had to put more hours to achieve target Motivated the team to have one goal and ensured the team worked together
Teleperformance DIBS
Team Leader
Process migration contact center mortgage servicing Referral Reduction in mortgage servicing
Removed blockers and introduced end to end process in mortgage servicing
Complaint / Escalation calls handled and identifed the blockers to improve NPS
Client relationship management
January 2006 - Dec 2008
People management
Service delivery
Decision making skills which enabled me to manage 60 FTE Stayed in office during challenging crisis to ensure there were nil impact on GOS
Mortgage services became the COE in Chennai as I found opportunities and migrated all servicing queues to offshore Sutherland global services
Customer service advisor
Customer service calls
Conversions of normal CS calls to sales calls
Handled supervisor calls
EDUCATION
Annamalai university
BBA
First class
2016
SAMS
Maritime studies
Pass
2001
ACHIEVEMENTS & AWARDS
1.Employee of the year, 2.Best performer awards for every quarter, 3.Best Team coach award 4.Serco Star award 5.Glitters outstanding commitment award 6.Best Team leader award 7.Demonstrating outstanding commitment award 8.I sparkle awards for every quarter Date : 03/09/2020
Place : Chennai
PRAVEEN SAMUEL
PERSONAL STRENGTHS
People management
Enhancing customers journey
Eliminating blockers to simply steps to reach end result Decision making and analytical thinking
Leader who leads by example
Service delivery
PERSONAL PROFILE
Date of Birth : 06/01/1982
Marital Status : Married
Nationality : Indian
Known
Languages : English,Tamil,Telugu and Hindi
Hobby : Aquarium Collection of birds Gym Shopping
Collect shoes
Passport : Yes
REFERENCE
Lalit - "Touch 2 Success"
Manager
*****@*************.***
DECLARATION
I hereby confirm that above mentioned details are true to knowlege.
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